IT Support Engineer (3rd Line)GBPCompetitive DOEWe are a group of companies providing comprehensive and customer-focusedFacility Management solutions. Our approach to Facilities Management isservice-led, focusing on proactive strategies for providing the rightservice, at the right time and the right cost, whilst adhering to ourcore values.The RoleArcus IT support staff work in a dynamic, fast-paced environmentproviding core IT services to the business, delivering technical projectsand providing end user support through a variety of channels.The focus of the Senior IT Support Engineer role is in helping to manageand improve the IT infrastructure, in the implementation of technical andprocess improvements as well as delivery of IT projects. The role alsoinvolves close integration with the rest of the IT team providingescalation support and helping with delivery of great customer servicesand an excellent end user experience.Responsibilities* Take ownership of issues by carrying out problem analysis andimplementing temporary or permanent fixes with the aim of restoringnormal service as soon as possible, escalating incidents to technicalsupport teams of service providers and suppliers and following up wherenecessary and communicating incident progress updates to the businessand/or affected user(s) till final resolution* Monitor and respond to incoming IT support requests from users via thesupport request ticketing system or from technical escalations within theIT team* Configure, administer and troubleshoot problems with mobile phones,tablets, and other mobile devices (including troubleshoot and resolve ofprinting problems)* Diagnose hardware faults and identify, fit and test appropriatereplacement equipment* Plan, perform and test upgrades of system software, user software anddevice firmware* Provide support for the Avaya/Mitel VOIP phone systems* Actively support remote offices, sites and depots with routine andreactive visitsExperience* Experience at Third Line Support Level within an IT Support remit* Experience in working with voice over IP Systems* Background in Network Support (Hardware and Logical)* Server Support (Instillation, repair and rebuild)* End user and customer support experienceOther FactorsThe post holder must be able to work flexibly, as determined by businessrequirements, including weekend working on a rota basis or otherarrangement. The role will involve the post holder to be on an on-callrota and provide out of hours cover as required. The post holder willneed to hold a full, clean driving licence, and have access to their owntransport.BenefitsIn addition to a competitive salary, Arcus employees also receive variousbenefits. Including the following:* 33 days annual leave, including bank holidays* Various Learning and Development opportunities* Life Assurance, Gym discounts and childcare vouchers* Contributory pension of up to 6%* Discretionary bonus schemes* Car allowancePlease note that due to the high volume of applications received, we areunable to respond to those who do not meet the required criteria for thisrole.Personal information which you supply to us during the recruitmentprocess will be used for assessing candidate suitability for vacancieswithin Arcus. Such data includes candidate qualifications, skills,experience, employment history, current and / or expected remunerationand benefits. Information about any disclosed disability will be used toassess whether Arcus needs to make reasonable adjustments duringinterview, selection or employment.Such information will be shared internally, including with members of theHR and recruitment team, and managers in the business area beingrecruited to.We will only keep such data for as long as is necessary for therecruitment process. Should we wish to keep date for longer, e.g. fortalent pooling, we will seek the candidate consent to do so.Employment decisions are not based solely on automated decision-making